Generally, the workflow is that a ticket is generated for me when the email request is received. I process it, and either ask for more info or send whatever was requested and the ticket is closed. If I ask for more info but no response is received the ticket is closed. Just so you know, I'm running a little behind as the yearly sale resulted in significantly more work than I had projected and we had an addition to our family so I've been taking a little time off. If you reply to your ticket asking what's up and it's been closed it will re-activate the ticket if it was closed (from time to time the tickets and responses get eaten by the spam filters as well).